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Auto determination of ticket category based on employee country

Jan 17 at 07:39 PM

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Former Member

We are implementing ECSC for a customer. They handle tickets created by employees from US, Canada and EMEA. Is there anyway we could determine the service category (first level) on the service category catalog based on the employee country field.

Back in 2016 we tried code list restriction but found out the ticket categories do not show up in the code list. We ended up adding the country itself as the service category (first level). This means that the employee had to manually select the country first in order to view the related 2nd and 3rd levels of ticket categories. Although not elegant this worked on the agent (C4C) side where all levels of ticket categories are displayed. However in the Ask HR self service portal where the employee creates the tickets the ticket categories are restricted to only 2 levels. This means that, if employee selects the country in the first level, they can next select only the 2nd level in the portal. Now it is left to the agent to select the 3rd level when the ticket is created in C4C. Basically an ideal solution for this would be to have the ability to select individual service category catalogs for each country and select the correct catalog based on employee country.

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